14-15 November 2018, Hilton, Glasgow

CCA ANNUAL CONVENTION

For almost 25 years CCA Annual Convention has been the critical voice of our market place providing cutting-edge thought-leadership, proven strategies and leading examples of innovation and success. More than 15,000 delegates have benefited from participating in this ground-breaking event creating new mind-sets, new approaches and new service propositions for customers.

Our future world today will support you and your brand to make informed decisions about where to invest, how to learn from others who are succeeding, what questions to ask when building your future and what clear choices you need to make to succeed.

Confirmed Speakers

Highlights from last year

"Highly relevant topics and presenters who were experts in their subject matter and who could share in simple language their experience, learning and opportunities presented."

Head of Operations, CYBG

"You really got an amazing attendee list and engagement. I loved the questions, the energy and the thoughtful and provocative discussion. Unstoppable CCA. Congratulations on a fabulous event and generating the best sort of conversations"

Director, Vodafone

"It was a fast paced, interesting day sharing industry standards and updates, teamed with the opportunity to network with like-minded colleagues."

Customer Service Manager, HomeServe

"Great topics, very focused and delivered by highly qualified and experienced presenters."

Business Development Director, Capita

"One of the best conferences that I have attended, based on presentations, discussions and the variety of delegates."

Customer Experience Manager, Assurant

"Hugely beneficial event with lots of insights and engagement with members. Very worthwhile."

Quality and Change Manager, Fexco

Previous Speakers

Anne Marie Forsyth

Chief ExecutiveCCA

David Holmes

Head of Sales OperationsSky

Ian Black

Ben Page

Kaye Adams

TV Presenter and Radio Host

Scottish television presenter, radio host and long-standing ‘Loose Woman’, Kaye Adams is one of the country’s most experienced live TV and radio broadcasters, having worked for all the main terrestrial channels - BBC1, BBC 2, ITV, Channel 4 and Channel 5 - across a diverse range of programming. She currently hosts The Kaye Adams radio programme for BBC Radio Scotland and is a regular panellist on ITV’s award winning daytime show, Loose Women. She has worked as a columnist for The Scottish Sun and The Daily Record and is regular contributor to The Sunday People.

Greg Reed

Chief Executive Officer, HomeServe Membership

Greg had never heard of HomeServe before he joined the company. Now he has the best job in the world, helping to build what will become the best company in the world. ‘Everything I have done before I joined HomeServe has served as an apprenticeship for what I do now.’ Says Greg.

And what does HomeServe do? We send someone to fix things in our customers’ homes, and in doing so, we make their lives easier. What’s not to love about that.

Leon Smith

Captain of GB Davis Cup Team

Leon has 20+ years’ experience of full-time professional tennis coaching focusing on elite player development, high performance coaching and professional team management. He is currently the Great Britain Davis Cup Captain and former coach to Andy Murray.

Man-management has been a key to Leon’s success. He has never been afraid to take hard selection decisions. ‘It’s like anybody who is in a leadership position - you have to take a deep breath and make some calls. That doesn’t mean to say they get any easier. You just have to park, as best you can, the emotional attachment to that individual and just deliver the news for the betterment of the team.’

Kate Mollinson

CBT Therapist, NHS 24

Maureen McIntosh

Dr Liberty Vittert

Mitchell Lecturer, University of Glasgow

Dr Liberty Vittert is currently the Mitchell Lecturer at the University of Glasgow in the School of Mathematics and Statistics. She has significant experience in explaining issues concerning mathematics, statistics, polling and voting techniques, and the topic of “big data” to the media, public, and government. She is a regular contributor to STV and BBC Scotland, as well as having her own show on STV called Liberty’s Great American Cookbook. Her work also includes issues of involving and energising young people in STEM subjects. She is currently an Ambassador for the Royal Statistical Society.

Sally Fuller

Product Director, Vodafone Global Enterprise

Jules Collins

Head of Call Centres, Nationwide Building Society

Jules graduated with Marketing (Hons) from Strathclyde University and has spent her career leading in customer facing environments. She has over 25 years' experience in contact centre roles, most recently leading Nationwide Building Society's award winning call centres. She has also worked for several other blue-chip organisations like o2, Capita, beCogent, Sky, Prudential and NTL. She has a proven track record of managing multi-site contact centre operations through service turnaround and transformation and is experienced in the deployment of Systems Thinking methodology.

William Montgomery

CEO, TEN

Chet Chauhan

VP Product Management, Salesforce

Chet Chauhan is Vice President of Product Management for CRM Apps at Salesforce. Based in Amsterdam, he leads product management in EMEA for Sales Cloud, Service Cloud and Community Cloud. Prior to his current role, Chet was based in San Francisco for 10 years leading product management for Service Cloud.

Chet’s experience includes stints at Siebel Systems, Oracle, PwC Consulting and Tibco Software. He completed an MBA from MIT's Sloan School of Management and a Bachelors in Computer Systems Engineering from University of Bristol. He holds two patents in cloud computing.

Outside work, Chet in an avid sailor and completed a half circumnavigation on his sailboat in 2012.

Pam Heslop

Head of Customer Support Operations, Lloyds Banking Group

Laura Irvine

Partner and Solicitor Advocate, BTO Solicitors LLP

Laura is a Partner and Solicitor Advocate with BTO Solicitors LLP and is a specialist in data protection, privacy and information law. Laura’s ‘claim to fame’ is being part of the only legal team in the UK who have successfully overturned a fine imposed by the data protection regulator, the Information Commissioner, for a breach of the Data Protection Act 1998. This resulted in Scottish Border’s Council having their £250,000 fine returned to them! Laura works hard to assist and advise her clients about the Data Protection Act 1998 and is spending most of her time dealing with the changes that are coming in on 25 May 2018 with the implementation of the General Data Protection Regulation. Laura is also on the board of the Scottish Business Resilience Centre due to her expertise in cyber security law.

Julie Howe

Quality Assurance Manager, Journeycall

Laura is a Partner and Solicitor Advocate with BTO Solicitors LLP and is a specialist in data protection, privacy and information law. Laura’s ‘claim to fame’ is being part of the only legal team in the UK who have successfully overturned a fine imposed by the data protection regulator, the Information Commissioner, for a breach of the Data Protection Act 1998. This resulted in Scottish Border’s Council having their £250,000 fine returned to them! Laura works hard to assist and advise her clients about the Data Protection Act 1998 and is spending most of her time dealing with the changes that are coming in on 25 May 2018 with the implementation of the General Data Protection Regulation. Laura is also on the board of the Scottish Business Resilience Centre due to her expertise in cyber security law.

Ola Clark & Carla Savelli

Customer Centric Design Analysts, Atos

Claire Davey

DIRECTOR DIRECT DISTRIBUTION, SKIPTON BUILDING SOCIETY

Daniel Liu Yin

SENIOR PRODUCT MANAGER, RING CENTRAL

Daniel has spent his career at RingCentral driving the expansion of cloud Business Communication solutions in the UK and EMEA via the adoption of exciting and innovative features & services, and integrating them into customers’ workflows. He has spent the last 8 years in the cloud software and communication industries and his background is in software development and telecoms infrastructure.

Registration Form

Sponsors

Platinum Sponsor

Salesforce is the global leader in customer relationship management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, and artificial intelligence—to connect with their customers in a whole new way. The Salesforce Customer Success Platform includes industry-leading services spanning sales, service, marketing, commerce, communities, collaboration and industries, all on a single trusted cloud platform. The company is ranked #1 on Fortune’s World's Best Workplaces list, and Forbes has ranked the company one of the world's most innovative companies for seven years in a row. For information, please visit www.salesforce.com.

Gold Sponsors

gobeyond are a practioner led Digital and Transformation solutions service provider. We advise, design, test and deliver end-to-end services across all elements of Customer Experience Management. We support clients with CX Strategy, Journey Design, Operating Model, Service Improvement, Multi-channel Operations, Digital Solutions, and Artificial Intelligence. We have a unique and differentiated capability to explore all aspects of change through our Model Office and Lab environments. Using our proprietary Discovery Methodologies we can deliver balanced, pragmatic and scalable service improvement for customers and colleagues by getting the best out of the latest technology innovations.

Twilio's mission is to fuel the future of customer and business communications. Developers and businesses, such as ING, Airbnb, Coca-Cola, and EMC, use Twilio to make communications relevant and contextual by embedding messaging, voice, video, and authentication capabilities directly into their web, desktop, and mobile software.

We take care of the messy telecom hardware and expose a globally available cloud API that developers can interact with to build intelligent and complex communications systems. Twilio is reinventing the communications market, by migrating from its 150-year legacy in hardware to its future in software.

Coveo makes business personal. As the pioneers of cloud-based AI-powered search & recommendations, Coveo is dedicated to helping organizations deliver more personalized experiences at scale, by ensuring that every customer, partner and employee has contextually relevant information at every interaction.

Cyara is the world's leading Customer Experience (CX) Assurance platform provider. Cyara helps enterprises proactively measure operational CX from the outside in, identify customer-impacting defects, and increase quality across digital and voice channels. With Cyara, enterprises accelerate CX development and assure customer journeys end-to-end. The Cyara Platform supports the broadest CX assurance needs design, through functional and regression testing to performance testing and production monitoring. Every day, the most recognizable brands in the world trust the Cyara Platform to deliver customer smiles at scale. For more information, please visit www.cyara.com, or connect with Cyara on LinkedIn, Twitter, Facebook, YouTube, or Instagram.

Fexco serves some of the world’s biggest brands across multiple industries, predominantly in the payments and foreign exchange sectors, through a wide range of innovative products and services including; Dynamic Currency Conversion (DCC), Multi Currency Pricing (MCP), Tax Free Shopping and Retail FX. Fexco also offers bespoke Managed Business Solutions and Outsourcing services as well as a full suite of payment management solutions through its Corporate Payments business.

NewVoiceMedia is a leading global provider of cloud contact centre and inside sales technology that enables businesses to create exceptional, emotive customer experiences to serve better and sell more. Its platform joins up all communications channels without expensive, disruptive hardware changes and plugs straight into Salesforce for full access to hard-won data. For more information, please visit: www.newvoicemedia.com.

Plantronics offer end-to-end services that help contact centres. We’re more than just hardware. What’s special is our expertise. We help deploy, manage and support your headset investment. Our services include site inspections and audits to ensure the right device. And after deployment, we offer training, reviews and 24/7 support. Making sure you’ve got what you need.

Our headsets are used in contact centres all across the world. They’ve even featured in numerous films and high profile events, including the historic “One small step for man” transmission from the moon in 1969.

Support Partner

With more than 420,000 customers - including 100 of the fortune 100 - and with deployments across a wide variety of industries in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services and engineered systems.

Digital Sponsor

We are a beautiful blend of digital professionals and personalities who have a passion for working in arts, culture, events, education and e-commerce with a clear commercial understanding. From strategy to design and development, websites to digital products and marketing, our interests are vast and varied.

After Digital has almost two decades of experience working with Arts, Culture & Attraction organisations around the world and are considered globally as one of the leading agencies in that space. Our footprint is truly global, we are currently working with companies such as Honolulu Museum of Art, Milwaukee Zoo, Dulwich Picture and the Amber Gallery.

We have vast experience across the private sector which has allowed us to amass a wealth of transferable skills and knowledge that combined with our understanding of their sector can be an extremely effective mix, allowing us to deliver ROI.

We are small but significant. We have no desire to be the largest agency in the world. We’d rather do amazing work within our capacity and plan for the future. This means we can push the boundaries of creativity and technology with clients we want to work with, whilst maintaining a company culture we can all be proud of.

We are an agency powered by people. And, each individual brings something more than their discipline to the mix, with their unique character and life experience.

Networking Sponsor

At Scottish Development International (SDI) we’re all about discovery: helping ambitious businesses like yours discover new business opportunities, markets and ventures in Scotland.

From technology and financial services to life sciences and renewables, we’ve helped over 5,000 inward investors realise their ambitions in Scotland.

We’ll connect you with the right people, in the right place and at the right time